Tier 1 IT Systems Support Specialist

CyberCore Technologies; Corridor North (MD); On-site; USD 52,000 - 68,000; Full time

Job summary

CyberCore Technologies seeks a Tier 1 System Administrator to support end users across phone, email, chat, and ticketing channels. You will log requests, diagnose basic hardware/software issues, and provide clear, step-by-step guidance. When needed, escalate to second-level teams and mentor newer staff.

You will also help document solutions, maintain ticket records, and contribute to knowledge base articles to enable self-service for users. Shift typically 6AM–4PM, Monday–Friday.

Qualifications

• Experience providing IT support via phone, email, chat, or tickets.
• Ability to diagnose and resolve basic hardware, software, and network issues.
• Strong documentation and knowledge-sharing capabilities.

Responsibilities

• Respond to user inquiries and log requests using the ticketing system.
• Diagnose and resolve basic technical issues and guide users through steps.
• Escalate complex problems to second-level support when needed and mentor juniors.
• Maintain accurate records of interactions, resolutions, and inventory.

Skills

Customer service

Troubleshooting

Communication

Mentoring

Tools

Help desk ticketing system

Basic printer/scanner troubleshooting

Job description

CyberCore Technologies seeks a Tier 1 System Administrator to support end users across phone, email, chat, and ticketing channels. You will log requests, diagnose basic hardware/software issues, and provide clear, step-by-step guidance. When needed, escalate to second-level teams and mentor newer staff.

You will also help document solutions, maintain ticket records, and contribute to knowledge base articles to enable self-service for users. Shift typically 6AM–4PM, Monday–Friday.